Charge:
The E-Resources Troubleshooting Team is charged with developing consolidated, sensible workflows for addressing e-resource access problems at both institutions by July 2013. Work will progress in two phases: Investigation and Planning. The team will observe the "Operating Principles for Technical Services Integration" and will maintain up-to-date record of activities and progress on TSI Wiki and will provide monthly summary reports to TSI liaison.
PHASE 1: Investigation – To be completed by April 15
- Create an inventory of all policies, practices, tools, and workflows related to e-resource troubleshooting at both institutions;
- Identify dependencies and limitations inherent in working with different systems, user populations and e-resource packages and licensing;
- Review policies, practices, and workflows related to e-resources troubleshooting at both institutions to identify points of harmony and points of discord;
- Establish baseline productivity and staffing at each institution to allow for future assessment of changes and development.
PHASE 2: Planning – Final report and recommendations by July 1
- Examine points of discord to determine which differences are crucial to operations and quality service at each institution and which can be better harmonized to improve efficiency, service, and/or eliminate redundancies;
- Plan ways to best utilize relevant staff at each institution for ongoing proactive maintenance work, regular just-in-time troubleshooting, as well as related special projects;
- Recommend and implement tools to enhance 2CUL e-resource troubleshooting activities. i.e. Incident ticketing/tracking, remote access testing;
- Make a specific recommendation on whether to implement the Consortial Version of Serials Solutions at both institutions or hold off on integrating e-resource management and data migration until we have a shared LMS;
- Propose, develop, and test consolidated workflows in Voyager or other systems, as appropriate for shared problem solving.
MEMBERSHIP:
- Jesse Koennecke (Cornell lead & chair)
- Susan Marcin (Columbia)
- Joyce McDonough (Columbia lead)
- Liisa Mobley (Cornell)
Liaison to TSI Steering Committee: Colleen Major (Columbia)